Business Operations Specialist - Flexible Location
Requisition ID # 102081 Job Category :
Business Operations / Strategy Job Level :
Individual ContributorBusiness Unit:
Customer Care Department OverviewIn Customer Care we are focused on delivering the desired customer experience for each of our customers.
Everything we do starts with the customer and our information about the customer.
That information is collected and managed by our Customer Experience Strategy group.
Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.
Position SummarySupports department and line of business hiring needs.
Identifies and implements process and system improvements.
Collaborates with recruiting to screen candidates, coordinates with Contact Center Operations (CCO) to schedule interviews and determine successful candidates.
Drives recommendations to continually evolve CCO's hiring process.
In addition, takes on additional support team activities such as ad hoc quality requests as time permits.
Job ResponsibilitiesAssist Recruiting with interview logisticsPartner with Recruiting to continuously enhance the new hire interview/onboarding processPartner with CCO Management in onboarding/preparing interview team, scheduling interviews and calibrating candidatesAssist with Day One New Hire onboarding activitiesInfluence decisions, providing recommendations for change that will lead to the success of company goals and cost effectivenessParticipate on cross functional teamsSupport the organization as a subject matter expert by providing information and direction to resources through a variety of channelsUtilize system and personnel resources to successfully address inquiries from internal business partnersAct as a liaison between various departments and cross functional teamsResearch and data analysis; compile and prepare reports for upper managementDevelop internal work procedures and initiate process improvementsCall analysis Ad hoc support as needed QualificationsMinimum:
Bachelor's Degree in Business Administration or job-related discipline or equivalent experienceJob-related experience, 5 years Desiredo Experience working in a PG&E Contact Center.
o Understanding of Behavioral Interviewing methodology.
o Quality Assurance experience.
o Experience working with Microsoft applications such as, Word, Excel and PowerPoint.
o Excellent written and verbal communication skills.
o Strong focus on Customer Service and Customer Experience.
o Strong understanding of PG&E Customer Service policies and procedures.
o Strong understanding of CPUC regulatory filings.
o Strong understanding of CC&B and other Contact Center Applications.
o Strong time management skills.
o Being open and flexible to change.
o Ability to work individually without frequent direction.
o Ability to work extra hours and weekends when needed.
Ability to manage multiple projects concurrently.
Estimated Salary: $20 to $28 per hour based on qualifications.
Business Operations / Strategy Job Level :
Individual ContributorBusiness Unit:
Customer Care Department OverviewIn Customer Care we are focused on delivering the desired customer experience for each of our customers.
Everything we do starts with the customer and our information about the customer.
That information is collected and managed by our Customer Experience Strategy group.
Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.
Position SummarySupports department and line of business hiring needs.
Identifies and implements process and system improvements.
Collaborates with recruiting to screen candidates, coordinates with Contact Center Operations (CCO) to schedule interviews and determine successful candidates.
Drives recommendations to continually evolve CCO's hiring process.
In addition, takes on additional support team activities such as ad hoc quality requests as time permits.
Job ResponsibilitiesAssist Recruiting with interview logisticsPartner with Recruiting to continuously enhance the new hire interview/onboarding processPartner with CCO Management in onboarding/preparing interview team, scheduling interviews and calibrating candidatesAssist with Day One New Hire onboarding activitiesInfluence decisions, providing recommendations for change that will lead to the success of company goals and cost effectivenessParticipate on cross functional teamsSupport the organization as a subject matter expert by providing information and direction to resources through a variety of channelsUtilize system and personnel resources to successfully address inquiries from internal business partnersAct as a liaison between various departments and cross functional teamsResearch and data analysis; compile and prepare reports for upper managementDevelop internal work procedures and initiate process improvementsCall analysis Ad hoc support as needed QualificationsMinimum:
Bachelor's Degree in Business Administration or job-related discipline or equivalent experienceJob-related experience, 5 years Desiredo Experience working in a PG&E Contact Center.
o Understanding of Behavioral Interviewing methodology.
o Quality Assurance experience.
o Experience working with Microsoft applications such as, Word, Excel and PowerPoint.
o Excellent written and verbal communication skills.
o Strong focus on Customer Service and Customer Experience.
o Strong understanding of PG&E Customer Service policies and procedures.
o Strong understanding of CPUC regulatory filings.
o Strong understanding of CC&B and other Contact Center Applications.
o Strong time management skills.
o Being open and flexible to change.
o Ability to work individually without frequent direction.
o Ability to work extra hours and weekends when needed.
Ability to manage multiple projects concurrently.
Estimated Salary: $20 to $28 per hour based on qualifications.
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